Belfast City Airport has launched a comprehensive, five-year, digital transformation programme following a major six-figure investment.
The first phase of the innovative programme, accelerated by support from Tourism Northern Ireland’s ‘Embrace a Giant Spirit Digital Welcome’ fund, has already successfully delivered an Amazon Alexa skill, implemented AirChat, an omnichannel, automated customer service tool, and installed the first of a 20-screen digital wayfinding portfolio in the terminal building.
Through its pioneering vision, the airport is the first in Northern Ireland to harness voice search functionality and implement a 24/7, multi-channel customer service tool, allowing passengers greater choice and flexibility in how, when, and where they receive their travel updates.
“Like any modern business, digital transformation is vital to Belfast City Airport, not only for effective operations on a day-to-day basis now, but also in futureproofing the organisation for sustainable growth,” explained Brian Roche, Director of Information Technology, Belfast City Airport. “The creation and implementation of these digital platforms will not only benefit our inbound and outbound customers greatly and provide another layer of excellent customer service and assistance, but also proves our commitment to continually providing an airport experience that exceeds the expectations of our passengers.”
Amazon Alexa, one of the world’s most popular voice-controlled, virtual assistants, tackles the important issue of digital accessibility by acting as an invaluable tool for those with visual impairments or physical, communicational, or cognitive disabilities.
The AirChat platform not only allows users to register for real-time, pre-departure flight updates which are then sent directly to their device via Facebook, Twitter, WhatsApp and webchat, but also unlocks the opportunity for the airport to communicate with passengers even before they arrive onsite or after they have completed their journey.
Meanwhile, the portfolio of digital wayfinding screens, which completes the first phase of the programme, ensures passengers can navigate easily through the terminal building.
“Our passengers are at the heart of everything we do and convenience for our passengers is the catalyst behind our investment in these digital solutions, and those to come later down the line in the roll-out of our complete business transformation strategy,” Roche continued. “We are absolutely thrilled that Tourism NI recognised the same opportunities we identified to further enhance the passenger experience and welcome at Belfast City Airport and pledged its support to helping us develop our vision.”
Tourism NI’s support has enabled the airport to complete the first phase of its programme ahead of schedule. Dave Vincent, Chief Digital Officer at Tourism NI responsible for accelerating a ‘digital first’ ambition within the tourism industry, said of the partnership: “As a main gateway to Northern Ireland, Belfast City Airport plays an integral role in the tourism experience of our visitors. Already a central transport hub that offers a quick, safe, convenient transit, the airport’s dedication to further enhancing the passenger welcome through digital innovation is to be applauded. Its aspirations of harnessing digital tools and online platforms to better the experience of those visiting our shores align perfectly with the ethos of Tourism NI’s ‘Embrace a Giant Spirit Digital Welcome Programme’. We are therefore delighted to support this exciting, passenger-centric phase of the airport’s digital transformation programme.”
Subsequent phases of the airport’s digital transformation programme will see it partner with both local and global industry leaders to embrace new web technologies, digitise internal processes, deliver new IoT platforms, develop analytical capabilities, further enhance security protocols, implement a hybrid private cloud for its application estate, and become a data-driven enterprise.
